Here are answers to common questions organisers often ask when it comes to processing refunds on CloudJoi.
💳 Do patrons need to submit a refund form if they paid by credit card?
Yes — all patrons must submit the refund form, even if they paid by card.
This ensures CloudJoi has backup bank details in case the original payment method fails (e.g. expired cards, closed accounts, e-wallet limits).
⏰ What if a patron misses the refund submission deadline?
Refunds submitted late may still be accepted on a case-by-case basis, as long as:
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The funds are still withheld by CloudJoi
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The organiser hasn’t confirmed final settlement yet
After settlement is completed, late refunds are no longer guaranteed.
🏦 Can refunds go to a different bank account than the one used to pay?
Yes — refunds are processed based on the bank details provided in the refund form, not the original payment source. This helps patrons who used third-party cards or shared accounts.
💼 Can organisers refund just one day of a multi-day show?
Yes. For partially cancelled events (e.g. Sunday only), CloudJoi can:
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Filter refunds by ticket date
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Refund only affected patrons
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Continue settlement for the rest
🧾 Do organisers still get charged fees on refunded tickets?
Yes. Even if tickets are refunded, CloudJoi’s original service fee still applies, along with a refund processing fee (if CloudJoi handles the refund).
Handling/transaction fees (if any) are refundable to patrons only if the organiser opts in — and will be charged back to the organiser.
📤 How long does the full refund process take?
From cancellation to funds returned to patrons: ~30 days, depending on:
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Refund volume
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Submission date
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Bank processing times
💡 Need more help?
Email community@cloudjoi.com